To thank their U.S. customers, Saniflo put together a special promotion called, “Trip of a Lifetime.” Two groups traveled to Paris, France in April 2016 to enjoy a first-hand look at the company. PHC News, Plumbing Engineer and The Wholesaler were invited to provide exclusive coverage of the event. Check out what we learned here!

https://youtu.be/Dev7XxX_OHI

Ashlei Cooper checked in with Trimble MEP while they were in Chicago for their 2016 Roadshow! Take a look at some of the insights that she gained. More details at: http://mep.trimble.com

You use your bathroom every day, but have you ever thought about where all this plumbing hardware started out? If you’re like most of us and take running water and toilets for granted, you might be surprised to know that plumbing has a very long and interesting history…

There’s a very interesting history behind the evolution of plumbing materials used through the ages and up to modern times. Since it is most relevant and affects us all in one way or the other, it is worth knowing about the progression of material usage and innovations, over time. Going back all the way back to the time of the Roman Empire, piping constructed of lead and clay was the first reliable material used to deliver potable water to bathhouses, amphitheaters, and private residences all over the Empire.

To thank their U.S. customers, Saniflo put together a special promotion called, “Trip of a Lifetime.” Two groups traveled to Paris, France in April 2016 to enjoy a first-hand look at the company. PHC News, Plumbing Engineer and The Wholesaler were invited to provide exclusive coverage of the event. Check out what we learned here!

The work on the addition for Liberty Pumps began a year and a half ago with the first phase of construction adding more than 81,600 square feet of manufacturing space. The added space added more manufacturing cells and a new lunch room, a powder coat line that was just about operational when we visited late last year during the company’s annual sales meeting.

Next up was for expanded R&D, including a much larger in-ground test pit along with about 14,200 square feet in all for the research and engineering lab. By the way, the testing facility was quite the hit during the open house when the company’s grinder pumps made quick work chewing up clothes and other heavy-duty items grinder pumps handle every day in the field.

Finally, the company added what might be termed more “public space,” as part of a 23,000-squre-foot sales/marketing wing. The new wing, along with office space, features an 85-seat training center decked out with audio and visual devices. Next door is a product display area for hands-on training and demonstrations. Along the hallways are several historical displays, including a look at highlights of each of the past five decades, plus all the patents granted to the company, and, finally, a visitors lounge.

“After all our other expansions,” said Randall Waldron, vice president of sales and marketing at Liberty, “I'd like to say this one's going to hold us for a while. But at the rate of growth we've had, that's probably not the case.”

One of the more important aspects of the expansion to Waldron is the additional square footage for training space.

“As we’ve grown our customer base and our product offering, we really see the need to better train everyone on our products,” Waldron added. “This facility gives us the opportunity to provide a better environment and experience when they come here.”

Waldron, himself, is another long-term member of the staff with 34 years on the job. He originally took a part-time job between semesters studying physical education at a college in Ohio.

“Even back then, without a lot of job experience I could see it wasn’t just a great place to work, but I could tell it was heading someplace," Waldron said.

Waldron “grew with company” after a change in major had him taking years of night school classes at the Rochester Institute of Technology while working at Liberty and, ultimately, earning a degree in marketing.

“When the company was smaller, we all wore a lot of hats and did whatever it took to get the job done,” he added.

One of those hats was customer service.

“I think I was the first customer service rep when we actually decided to dedicate one person to take calls,” Waldron noted. “I think one of the big things that has made us successful is that we have always had a focus on the customer.”

Throughout the years, the company has strived to make innovative products designed to make the contractors life that much easier, but a simple phone conversation still goes a long way.

“I think it makes a tremendous difference when a customer calls in and a real person answers the phone,” Waldron added. “Even as we’ve grown and it’s become difficult to maintain that personal touch with so many calls coming in every day, we feel it is still a vital part of the service we give our customers.”

Editorial Director Ashlei Cooper checked in with Trimble MEP while they were in Chicago for their 2016 Roadshow! Take a look at some of the insights that she gained. More details at: http://mep.trimble.com.

While the plumbing, heating, cooling and piping (PHCP) industry has come a long way in adapting and utilizing new technology, there are still a number of businesses in the industry that continue to believe doing things the “old” way works just fine.

This old way of thinking especially applies to customer service teams within the PHCP industry. In the old way, your sales team would do most of the selling, where you employed dozens or more sales experts, many of whom were “old school” salesmen with decades of experience, working with your customers and vendors. They knew who to talk to, how to turn a cold call into a new customer and how to talk shop with anyone about the products or services you were selling. They spent a majority of their time on the road, visiting your most important clients in person to keep that one-on-one relationship top of mind.

But today, there is a shift in how PHCP businesses are getting services sold. While you may still depend on a few key sales professionals, technology is changing the selling process and many PHCP businesses are struggling with how to adapt to the new climate. Virtual selling is becoming a bigger slice of your income — and if it isn’t, it should be.

You may receive calls or emails from people who found you through a Google search, who never heard of you before they searched online. Or, your company may have hired an agency or a staffer to run your advertising programs. People call or email as a result of an advertisement they saw.

But, is your business ready to handle this wave of savvy searchers?

This influx of inbound calls and emails needs to be handled very carefully in order to capture and convert these callers and emailers into customers. You need trained and super capable call handlers to fill in the gap. This creates a new job category — a combination of sales and phone specialist.

For many PHCP businesses, call handlers are replacing or enhancing existing sales teams. It is more important than ever to ensure that these first responders are educated, trained and well-versed in everything your business does and sells. It’s a tall order. But, these staffers are essential employees, responsible for turning inquiries into sales. You will benefit by properly equipping them to be superstars.

Hiring an experienced coaching and training company can make a huge difference in your phone call and website inquiry conversion rate, and in the way your employees view themselves. Outside specialists can sometimes see problems before management can, and sometimes it is better to let the experts do what they do best. If you have a PHCP business with just a few key call handlers, we are proud to offer some tips to help you help them become even greater at their jobs.

Knowledge is power

Business call handlers are not only note takers; these staffers are key to your business staying at the top of its game. If they do not know your products inside and out, you need to train them to have the highest level of knowledge and expertise. Hold classes for them on a regular, weekly basis. Senior staff in various departments should be taught how to not only explain what they do and how the products work, but most importantly, why your customers need your products.

The world is a stage

The most successful businesses often tell their employees to imagine that they are entering a stage each time they sit at their desk to answer phone calls. I know of a business that places mirrors next to the phones, so that employees can look at themselves smiling while they are talking. If a frown creeps onto their face, they can see it. It’s been said that when you smile while talking, the person on the other end can almost feel the smile. This can generate a connection, leading to more effective communication and higher sales.

Concentration is key

If your phone-answering department is in a noisy, busy area, consider moving the phones to a quiet, out-of-the-way area. Selling is an art, not a science, and your call handlers need to be able to give their full attention to the person on the other end of the line. Have you ever been talking to someone who is distracted? Not only does it not make you feel valued, it can create a negative impression of the person or business that you are talking with at the time.

Give staff the power to make the sale

If your CSRs feels they are being micromanaged and cannot make decisions on their own, you are undermining your sales without realizing what you are doing. Staff who feel empowered make better decisions, and if they feel that you trust them and are invested in their success, they may surprise you. Taking that leap of faith in the ability of your call handlers can be frightening. But, more often than not, the results that you will see will prove what your team is capable of doing.

Using these tactics can offer your team the push that they made need to be completely confident in their abilities. If undertaken with confidence by you and your management team, your business should be able to see a significant reward with a very small effort.

Brigham Dickinson is president and founder of Power Selling Pros, a leading coaching and training firm dedicated to teaching businesses to wow more customers. He started Power Selling Pros when he saw that call handlers needed assistance consistently converting calls to bookings. As a result, Dickinson answered the need by creating the Pattern for Excellence, a sequence of principles that guides call handlers through all stages of a call, from greeting to closure. In 2009, Power Selling Pros trained six call handlers – now they’re up to 450, from more than 130 companies around the globe. Power Selling Pros’ growth comes through referrals alone, thanks to this proven call-handling process and their high level of customer satisfaction.

ServiceTitan, a cloud-based platform that helps residential plumbing, HVAC and electrical home service companies manage and grow their businesses, released a new infographic detailing how a company’s call conversion rate, not call volume, is what really drives success in the home service industry.

The infographic features key statistics and eye-opening figures illustrating how prepared CSRs, knowledgeable field technicians, and reliable operational software work together to turn inbound calls into loyal customers.

“Our experience working closely with some of the nation’s best HVAC, plumbing and electrical business owners has proven the importance of increasing call bookings,” said Ara Mahdessian, CEO and co-founder of ServiceTitan. “This new infographic showcases just how important high conversion rates are for building a strong customer base and revenue – especially in an industry where excellent customer service means as much as technical expertise.”

“If a home service business owner is focused on tracking call counts from a marketing campaign, they’re failing to track what really matters – revenue based on call conversions,” Mahdessian continued. “We created this infographic to put the facts regarding conversion rates into a visual medium and stress the importance of tracking what really drives business development.”

For more information about ServiceTitan, visit www.ServiceTitan.com. Click image below to view a larger copy.

From the start, when Green Bay Packers' management decided to renovate Lambeau Field in the early 2000s, they called on mechanical contracting businessman, David LeMay. During the stadium tour that LeMay gave me and PHC News Columnist Dan Foley in the fall 2015, he also took us for a walk across Oneida Avenue. There, we were able to see the work his firm, Tweet/Garot, did to the team’s practice field, which is named after one of football’s legendary linebackers.

The Packers began renovating the Ray Nitschke Field in fall 2008, replacing the existing artificial turf with a hybrid bluegrass surface almost identical to the turf at Lambeau. Now both fields, along with some of its hardscape surfaces, are heated with about 26 miles of PEX tubing.

Before the Nitschke Field renovation, the Packers held most of its winter practices at an indoor facility to avoid Wisconsin’s freezing temperatures. A 2004 NFL Players Association survey confirmed that players overwhelmingly prefer natural surfaces to synthetic because they believe synthetic fields are more likely to contribute to injury. However, natural turf maintenance comes with its own set of challenges, particularly in cold climates like Green Bay, where frozen ground does little to extend the career of an NFL player.

Fans assume that heating the field is all about keeping the players warm and dry, but, in fact, a radiant-heated sports field is just as much about grass – or more specifically, the grass roots.

Once a team commits to a natural turf surface for the sake of the players, maintaining the root system throughout the year becomes top priority. That’s where proper design and control become non-negotiable.

Tweet/Garot, Inc. designed and installed the field piping and mechanical system for Nitschke Field, working closely with a sports field design specialist that installed the drainage, irrigation, and turf system.

The design includes six separate zones that heat a total of 4,400 square yards of the practice field. Approximately 140,000 feet of 3/4-inch PEX tubing was installed six inches below the playing field sur- face and also in some select concrete areas of the stadium. The system is designed to handle 1,000 gallons per minute of heating flow.

Six custom-built, high-density poly-ethylene (HDPE) manifolds serve the system. Each of these manifolds includes evenly spaced supply and return adapters for the 3/4-inch and 5/8-inch PEX tubing. Because the Nitschke system has such a high volume, four-inch headers were included on each manifold, each capable of directing its share of the water/glycol mixture that heats the field and concrete areas. Three 3-million-BTU boilers heat the fluid, which is pumped by variable speed pumps. A hydronic separator enables the primary and secondary circuits of the system to by hydraulically independent of each other.

“To save energy, the system is designed to operate at the lowest possible supply temperature,” LeMay said. “We put together an extensive temperature reset schedule based on data we gathered from the Lambeau Field, which we also designed and installed.”

This schedule eliminates the guesswork associated with selecting set points for the system, which is designed to maintain specific root temperatures that vary throughout the year. Typically, the system maintains a soil temperature anywhere between 40°F-60°F. The target temperature varies depending on the time of year.

Temperature variation must be gradual so as not to shock the root system, which means carefully bringing the temperature down to 40°F degrees in the winter and gradually up again in the spring for reseeding. The direct digital controls for the radiant system are integrated within the existing building automation system at Lambeau Field.

From November 18-20, I was in our nation’s capital for the annual Greenbuild Convention and Exposition. As a first-time attendee, it was a pleasure to find that the fun, forward-thinking, and innovative descriptions of this show that I received beforehand were true.

One of the first things that I noticed about the show was its effort to not only “teach green” but to “be green.” By the end of my trip, I felt more aware of practices ranging from proper disposal of the cup my coffee came in to determining if my food scraps were compostable. From the types of press kit on booth tours to the “walkability” of my host hotel, sustainability was first of mind.

Another takeaway from the show for me was the evolving definition of “green.” Now, human health and its relationship to a built environment has become a focus. This is a result of the WELL Building Standard, which was introduced in 2014 and sets performance requirements in seven categories: Air, Water, Nourishment, Light, Fitness, Comfort and Mind. The goal is for WELL-certified spaces to create a built environment that improves the nutrition, fitness, mood, sleep patterns, and performance of its occupants. The standard was a focus of the educational sessions at the show, as well as the discussions that exhibitors had with attendees. PHC News will be taking a deep dive into how the requirements could affect our industry in the near future; stay tuned!

As for the Closing Celebration, which I mentioned being excited for in my November column, it was a journalism dream! Held at the Newseum, an interactive museum of news that allows visitors to experience the stories of yesterday and today, my night started with me finding the day’s front-page story of my hometown newspaper, The Commercial Appeal, on display. Next, I was able to network with Kohler team members and distinguished guests at their VIP balcony cocktail reception. Finally, when Fitz and The Tantrums took the stage, they did not hold anything back. Guests were given a full show that featured some of my favorite songs including “More Than Just A Dream” and “The Walker.”

To close my experience, on that Friday I was able to join one of the show’s sold-out city tours, “Living Building: Alice Ferguson Foundation/Potomac Watershed Study Center.” The four-hour tour took attendees to Hard Bargain Farm Environmental Center in Accokeek, Md. Once there, we learned about the Alice Ferguson Foundation’s existing and coming structures that are designed according to Net Zero energy and water efficiency guidelines. The grounds will eventually include a multi-purpose building, dormitory, classrooms, sleeping cabins, and wetlands boardwalk. It was fascinating to hear how geothermal wells and solar panels will be used for their water heating and cooling needs.

Next year’s Greenbuild will take place in Los Angeles, from October 5-7, 2016.

At ASPE’s 2015 Technical Symposium in St. Louis last month, in addition to the technical classes and product show, ASPE’s committees held meetings, and one such meeting was the Legislative Committee meeting. During this meeting, action updates regarding ASPE’s legislative activities were given. In the past few years, ASPE has made monumental steps at all levels of the plumbing industry. ASPE has collaborated with other industry organizations to work toward the betterment of the public’s health and safety, increased our global presence, and enhanced the impact of plumbing engineers on the local level

ASPE’s Executive Director and CEO William “Billy” Smith, FASPE, has continued and developed numerous relationships and is active on many committees with other industry organizations, including the International Code Council (ICC), International Association of Plumbing and Mechanical Officials (IAPMO), CSA Group, ASSE International, ASME International, ASHRAE, the American Rainwater Catchment Systems Association (ARSCA), and other code and standard development committees. Through Billy’s hard work, ASPE has been involved in developing the following standards:

ASPE also has its own standards development program and is an ANSI Accredited Standards Developer. In collaboration with ARCSA, we have published ARCSA/ASPE/ANSI 63: Rainwater Harvesting Systems and ARCSA/ASPE/ANSI 78: Stormwater Harvesting System Design for Direct End-Use Applications. We also have partnered with the Water Quality Association (WQA) to develop the following product sustainability standards: WQA/ASPE/ANSI S-803: Sustainable Drinking Water Treatment Systems, WQA/ASPE/ANSI S802: Sustainable Activated Carbon Media for Drinking Water Treatment, WQA/ASPE/ANSI S-801: Sustainable Management, WQA/ASPE 500: Final Barrier Standard for Maximum Public Health Protection, and WQA/ASPE 1201: Electrochemical Drinking Water Treatment Systems.

Legislative committee members are actively involved in code development to help improve everyone’s quality of life. We are currently working on code changes for ICC’s 2018 cycle. In addition, listed are some of the many members who represent ASPE on the following committees:

Regarding ASPE’s voice, what is most interesting is what is happening on the local level. Sixty percent of ASPE chapters are involved in legislative issues as well as code and standard development and interpretation at the local and state level. These individuals are truly teaching others in our industry. The wealth of information available on the local level is one of ASPE’s biggest assets. ASPE members are educating other construction industry professionals about plumbing engineers and better defining the role of ASPE.

It is obvious to see that ASPE is helping address sustainable water quality, public health, and conservation of valuable resources that are imperative to the human race. Our role in the plumbing industry is significant.

This article would not be complete without mentioning Legionella, which was the hottest topic at the 2015 symposium and in recent news. ASPE continues to participate as a voting member on the committee responsible for developing ANSI/ASHRAE Standard 188-2015, Legionellosis: Risk Management for Building Water Systems, because we recognize the importance in providing information on design guidelines for reducing the risk of Legionella contamination.

Moving forward, ASPE will continue to maintain liaisons with code bodies and organizations to provide engineering input into the decision-making process. To add your voice to our efforts, get involved with your local ASPE chapter. Become a member to increase your input on codes and standards, and help ensure better quality of life for everyone.

Carol Johnson, CPD, LEED AP, CFI, is ASPE’s vice president of Legislative and project manager of Plumbing and Fire Protection at Edmonds Engineering in Hoover, Ala. She can be reached at aspevpl@aspe.org.

It’s easy to forget that while you and your workers are busy serving your customers, Congress and the Federal government are busy as well — on issues that could affect your business and livelihood. That’s why PHCC—National Association watches what goes on in Washington closely, and represents contractors’ interests day in and day out.

I recently joined with PHCC Vice President of Code and Technical Services Chuck White to present a webinar updating members on current legislative/regulatory issues. Here’s a recap of our discussion.

Legislative news

As I’m writing this (in mid-September), it’s not clear whether Congress will pass a budget for FY 2016, or rely on a Continuing Resolution that freezes spending at 2015 levels. We’re continuing to work with Congress to urge funding for workforce development — specifically, reauthorization of the Perkins Act (career and technical training). Other relevant issues have passed the House and are moving into the Senate, including Regulatory Accountability and 179D expensing. PHCC—National will be sending out Legislative Alerts on these issues and others that arise.

Regulatory updates

The Department of Energy (DOE) is working on changes to the Furnace, Air Conditioner, and Heat Pump Rule that established regional standards for non-weatherized furnace and split-system central air conditioners. DOE is proposing to modify the furnace portion of the regulation to establish a nationwide minimum residential gas furnace efficiency of 92 percent. PHCC and other stakeholders have pointed out problems this could cause, and DOE is working on a compromise position. Industry will have an opportunity to comment on the final proposal.

PHCC and other stakeholders are also working on a regional enforcement strategy for the air conditioner portion of the rule. Work on this issue concluded in the fall of 2014, and DOE should have already informed the public and asked for comment. To date, however, no information has been released.

DOE is also considering returning to a single national efficiency standard that would simplify enforcement. But, could also result in the minimum SEER rating rising to 15 or 16. They might also change test procedures to allow the test to more accurately reflect installed conditions. We’re not sure how this will pan out, but most likely, efficiency ratings will be made more stringent.

The U.S. Department of Labor (DOL) has created a rule clarifying confined space requirements in construction, with enforcement that began in early October. Contractors need to be prepared to evaluate situations on a case-by-case basis, have compliance plans in place, communicate with others on jobsites, and implement safe practices.

DOL has also released new guidance on who is exempt from overtime pay. Generally, businesses under $500,000 in annual revenue are already exempt. Under previous rules, exempt workers had to be in professional, managerial, or executive positions, or earn more than roughly $455 per week. The new rule may raise that threshold to a $970 in 2016. More information at: www.dol.gov/whd/overtime/NPRM2015/factsheet.htm.

To learn more about PHCC’s efforts in Washington, visit www.phccweb.org. And, save the date for PHCC’s next Legislative Conference: May 18-19, 2016. Call (800)533-7694 for additional information.

The U.S. water crisis: PMI works with policymakers and allies to affect change

With much of the U.S. facing significant water shortages, Plumbing Manufacturers International (PMI) proactively engaged with policymakers and allies to confront the challenges presented by droughts, aging infrastructure, and rising water costs and demand. Throughout 2015, PMI raised awareness at federal, state and local levels on the ways plumbing products can provide immediate water savings.

PMI worked with the California Energy Commission (CEC), and the state’s Department of Water Resources and State Water Resources Control Board as they developed an implementation timeline for California’s new standards for bathroom faucets and showerheads. The bathroom faucet standard moved from 2.2 gallons per minute (gpm) to 1.5 gpm on September 1, and will go to 1.2 gpm on July 1, 2016. California’s showerhead standard will move from the current 2.5 gpm to 2.0 gpm on July 1, 2016 and to 1.8 gpm on July 1, 2018. PMI also urged California to provide monetary incentives for the purchase of water-efficient plumbing products. Current rebates may be found at online via the Environmental Protection Agency (EPA) Rebate Finder and California’s Save Our Water Rebates Program.

In Colorado, PMI stopped an attempt to overturn Colorado’s “Phase in High-Efficiency Water Fixtures Options” legislation, signed into effect in June 2014, which requires new lavatory faucets, toilets, urinals and showerheads to meet WaterSense standards. PMI worked closely with Denver Water to help bring about the June 2014 legislation and continues to do so in preparation for the law’s September 2016 implementation.

PMI and its member company executives have underscored the importance of using WaterSense products to save significant amounts of water immediately.
“The future is now – a time when steps to sustain an ever-precious resource must be taken,” stated Barbara C. Higgens, CEO and executive director of PMI. “As good stewards of the environment, PMI wants everyone to know that using WaterSense plumbing products is an immediate action that can be taken to save water. There have been tremendous advancements in the technology and efficacy of plumbing products. Just as you wouldn’t use a 20-year-old cell phone, it doesn’t make sense to use 20-year-old plumbing technology. Using WaterSense products is common sense. Start saving more water today.”

PMI’s 2015 Conference was held on October 26-29, in San Antonio, Texas, to build upon these efforts by providing members the chance to engage with others to prepare for 2016. The PMI conference was themed “The Future of Water: Wins, Woes and Worries.”

Legislative efforts lead to committee approval of WaterSense Authorization Amendment

Efforts prior to and during the recent PMI Executive Fly-In, on September 15-16, to Capitol Hill led to the September 30 approval by the House Energy and Commerce Committee of a bipartisan WaterSense authorization amendment within H.R. 8 – the North American Energy Security and Infrastructure Act.

Achieving authorization will help ensure the voluntary program’s continuance. PMI worked closely with the sponsors of the amendment, Representatives Bob Latta (R-Ohio) and Jerry McNerney (D-California), to advocate support.

PMI maintains relationships with Congressional leaders, policymakers, EPA, and the U.S. Department of Commerce, as well as state and regional officials. PMI is a member of the Ripon Society and is currently pursuing membership in the U.S. Water Alliance and a regular participant in code hearings and rulemaking.

To enhance legislative outreach, PMI commissioned a WaterSense Market Penetration Study by GMP Research showing slow adoption of WaterSense toilets, showerheads and bathroom faucets in drought-stricken states. The study found that, on average, only 6.7 percent of the toilets installed nationwide are WaterSense toilets using 1.28 gallons per flush. In addition, 25.4 percent of bathroom faucets nationwide meet the WaterSense standard of 1.5 gpm, and 28.7 percent of showerheads meet the WaterSense standard of 2.0 gpm. In California, only 5.5 percent of the state’s 33.5 million installed residential and commercial toilets are WaterSense rated, 21.1 percent of bathroom faucets meet WaterSense criteria, and 23.9 percent of showerheads meet WaterSense standards.

Spreading the word about water-efficient plumbing

In addition to organizing the legislative fly-in and face-to-face meetings with legislators on Capitol Hill, PMI is conducting a letter campaign to governors of drought states and is working closely with policymakers and water groups across the country on legislation, codes and standards.

Social media campaigns, like #WhyPlumbingMatters and PMI’s new “Safe, responsible plumbing. Always” video, tell how PMI members’ products save water while meeting high safety and performance standards. These campaigns and other PMI collateral have been designed to help policymakers understand the issues affecting the plumbing industry and the important role plumbing plays in protecting health and safety.

On September 21, I attended a Viega seminar in Houston. While I have sat in on educational sessions at conferences and topical discussion at panels, this was my first time attending an isolated “professional development” industry event. And, attending such an event was very timely to me, as I have been exploring the work that our industry is doing as it relates to accessible training and education. (Hear more about this is the November issue of Viega Voice).

The seminar was titled, “Pathogen Reduction by Design,” and focused primarily on water quality, Legionella, and the ASHRAE/ANSI 188 standard.

Curtis Dady, Technical Manager at Viega, opened the seminar by surveying attendees on why they elected to show up. The group was made up of a variety of industry professionals, from plumbing designers to school district staff members. Many expressed the desire to learn more about risk reduction for health care, restaurants, and education projects.

After garnering feedback from attendees, Dady transitioned into a brief background on private water system outbreaks and causes such as Hepatitis A, E. Coli, and Salmonella. He also discussed public water outbreaks and causes including Giardia, Norovirus, Shigella, Campylobacter, and Legionella. He focused in on Legionella, sharing the history of the Legionnaire’s Disease, which dates back to the 1970s.

Following Dady’s presentation, the program was turned over to Tim Keane, of Legionella Risk Management Inc., an independent consulting company that helps its clients with pathogen risk reduction. Keane’s presentation focused on design strategies for pathogen risk reduction in commercial plumbing systems.

Keane began his presentation by explaining biofilm as bacteria floating in water that attaches to surfaces and then grows and disperses throughout a system. In order to prevent the development and growth of biofilm, water flow, disinfection and many other steps must be taken consistently. Keane asserted that Legionella and other water quality “hot topics” are not necessarily new, the industry and the general public have just become more knowledgeable of causes and treatments.

Next, Keane touched on some of the misconceptions about waterborne pathogens and illnesses. For example, inhalation of contaminated water can cause such illnesses; the water does not have to be consumed. Also, hospitals are not just at “high risk” for pathogens because of sheer number of showers, faucets, etc., but also because of the inhabitants who have weakened immune systems.

One of the most staggering points of Keane’s presentation, for me, was hearing of all the infrastructure types that are “high risk” for waterborne pathogens. On that list are decorative fountains that feature LED lighting, whirlpools, and hot tubs. The culprit: hot water. It is recommended by OSHA, ASHRAE and ASME that hot water be delivered at around 122°F, as it has been reported that Legionella can develop in water at temperatures between 77°F to 108°F.

To give attendees a general understating of the ASHRAE/ANSI 188 standard, Keane broke its scope into two main points: what the standard does and what buildings it applies to. Per the standards language, it: (2.1) provides minimum Legionellosis risk management requirements for the design, construction, commissioning, operation, maintenance, repair, replacement, and expansion of new and existing buildings and their associated water systems and components. And, it applies to: (2.2) human-occupied commercial, intuitional, multiunit residential, and institutional buildings.

Another point of Keane’s presentation that interested me was hearing of the litigation that has ensued as a result of Legionella outbreaks. The quote, “Legionella is the new asbestos,” stuck with me from the presentation. I am intrigued to see how the ASHRAE 188 standard will serve as a “standard of care” measure for building owners, managers, etc. to argue as planned prevention against waterborne pathogens.
The seminar concluded with a spotlight on design. Keane asserted that instantaneous water systems are the future of commercial buildings as it relates to eliminating issues in building design and hot water issues.

Dady returned for the design discussion. He referenced some of the offerings that Viega has that support water quality, such as the Viega ProPress Venturi Press Insert that induces flow in remote, seldom-used fixtures to reduce water stagnation.

Viega has not released a new seminar schedule yet, but has confirmed that it will host another pathogen reduction seminar in 2016.

I am an NKBA University Instructor and customer service industry veteran with 29 years’ experience. Exceptional customer service has become a must to survive and thrive. With the rise of crowd sourced opinions being the go-to instead of traditional advertising or a pamphlet, businesses have to be even more careful about their reputations.

Below, I share three lessons from big players synonymous with excellent customer service to apply to your own business.

Lesson from Zappos: View every customer interaction as a chance to build your brand.

From its hassle-free return process to personalized responses to customer complaints, Zappos has created a fiercely loyal customer base through its world-class customer service. And since satisfied customers sing their praises via word of mouth marketing, their budget allocated to marketing is nominal. Disclosure: Zero marketing spend may not be the best practice for many designers, builders, etc.; but harnessing the power of your satisfied customers is, especially when 84% of consumers first and foremost trust recommendations from friends and family, according to a recent Nielsen survey.

Lesson from Amazon: Strive to be a customer-centric company.

Amazon knows firsthand when everything is aligned—from operations to logistics—to work for the ultimate benefit of customers, in the long run it benefits Amazon, as well. While the design and construction industry can’t always deliver in two days or less like Amazon Prime, we can, however, take a look at our project management and operations to determine how we can better—and in a more timely fashion—meet client needs. Improved efficiency means happier clients, faster job turnaround, and ideally, more work.

This on-demand car service champions customer experience through its app, which communicates with users throughout the entire process (examples: surge charge notifications during rush hour or rainy weather, estimated pick-up time, etc.). By maintaining constant communication with your client, everyone stays on the same page when it comes to progress, timeline and budget.

To learn more on how to best service your customers, visit nkba.org/courses to check out NKBA University’s full “Focus on the Customer” course offerings online – many available on-demand 24/7.

For those attending KBIS 2016 in Las Vegas, I will also be leading an onsite NKBA U course, “Born to Buy – Grow your Kitchen & Bath Business with Multigenerational Clients.”

Laurie Brown has over two decades of experience as a trainer, coach, facilitator, and speaker, helping her audience improve their communication and customer and employee engagement. In that time she has earned a reputation as a highly engaging, fun and effective professional, whose work gets results for her clients. A key asset that Laurie brings to her work is her range and depth of experience. She has an international clientele, having worked on four continents and numerous countries including the U.K., Bahrain, Germany, Spain, Panama, Japan, Mexico, Australia and Thailand, and throughout the U.S. Laurie has worked with culturally diverse audiences at all corporate levels, and her clients have included Fortune 500 companies, dealerships, and small family-owned businesses. Laurie is passionate about providing engaging facilitation, training and coaching that makes a difference. She is the author of, "The Greet Your Customer Manual," "The Teleprompter Manual," and "Brand-aid."

In my last column, I made the argument for webinars being better and more frequently used by our industry. The subject matter is there, we just need a willing audience to present it to.

I would like to further that discussion by looking as live streaming video. In my opinion, social media platforms that lend themselves to live streaming video are less intimidating and more inviting to the attendees than webinars. Oftentimes, there is little to no advanced registration requirement. And, the format of the video is more flexible; ranging from one presenter giving a prepared speech solely to viewers to off-the-cuff interviews at a convention. Both scenarios allow for a theme or topic, but the latter makes room for more engagement.

Since I started this column, I have discussed the financial, social and marketing benefits of Google and YouTube’s live streaming video platform, Hangouts On Air. I have used the platform for conducting for interviews; largely when there was an opportunity for a more personal conversation that I could not physically travel to another state to facilitate. Our sister publication, Phc News, also used the platform at the 2014 AHR Expo to share real-time booth interviews and educational sessions with our readers who could not attend.

However, this time around I want to look at live streaming not for the sake of teaching, showcasing or selling something. Instead I want to look at mobile platforms, such as livestream and Persicope, which people have started using more so as a lens into an experience. On these platforms it’s not uncommon to find a video of a performance, speech, etc. Businesses can use that concept of doing less talking and more listening through livestreaming. Here are some examples:

Impromptu FAQ: When a product is launched, in that first two weeks allow customers to give feedback instead of waiting months down the road to formulate a formal frequently-asked-questions (FAQ) brochure or page on your website.
Weekly Demo: Allow service or building professionals to livestream one installation or project each week. This is the real day-to-day customers want to see; save the edited video staged with a sales representative for marketing and advertising avenues.
Crowdsource: You don’t have to wait on “X” number of email subscribers to respond to an online survey. If you are working on an announcement, new technology, etc. allow customers to weigh in. You can ask purposeful questions without giving your secrets away.

A “big scare” about livestream for businesses is the inability to censor. I get that. I also get that in today’s media cycle authentic content triumphs. So, while we should not do away with structured messaging, we should experiment with new ways to reach the end user; and this is one. Below you will find the handles for the livestreaming platforms I mentioned. Take the time to research and see if it is worth your company’s time.

Google Hangouts On Air (@googleplus) – Helping people go live in front of a global audience.
Livestream (@livestream) – On a mission to connect people with live events.
Periscope (@periscopeco) – Facilitating exploration of the world in real time through someone else’s eyes.

Follow our social media pages and you just might find your name listed in the next #FollowerFeature!

Since 2012, leaders in the plumbing industry have gathered together annually to voice the concerns of everyone from homeowners to lawmakers. The group, founded by Plumbing Manufacturers International (PMI), American Society of Plumbing Engineers (ASPE) and International Association of Plumbing and Mechanical Officials (IAPMO), has grown to include 15 industry associations. On May 12, there were 16 representatives from those associations that showed up to the National Institute of Building Sciences (NIBS), in Washington, D.C., for the 2015 Plumbing Industry Leadership Coalition (PILC) Meeting. Phc News was one of the media partners invited to cover the event, which took place from 11:00am to 4:00pm.

Dr. Sokwoo Rhee, Presidential Innovation Fellow at Cyber-Physical Systems (CPS), was the first presenter at the meeting. Dr. Rhee spoke on The Internet of Things (IoT), and the advancement in sensors and tech communication that now enables data collection that previously was not practical. The analytics that are collected today through integrated hybrid networks of physical and cyber systems help to better control technology.

CPS is exploring how IoT will allow for optimization of the way society deals with emergency, transportation and construction needs. One initiative that CPS is focusing on, in partnership with the National Institute of Standards and Technology (NIST), is the “Smart America Challenge.” Since 2013, the two groups have been assessing teams and their approaches to issues such as air quality, manufacturing, and health care. Some of the examples Dr. Rhee shared were: a sustainable management project in Cincinnati, a commercial building energy storage system in from Siemens and Columbia University, and 3-D data visualization work for green building in San Francisco. Dr. Rhee closed with a quick plug for the Global City Teams Challenge Expo. The expo recently took place, on June 1 in Washington, D.C., and was designed to advance the deployment of IoT technologies within smart city and smart community environments.

The next speaker up was Ryan Colker, director of the Consultative Council and Presidential Advisor at NIBS, who extended hospitality greetings from the institute. Gardner Carrick, vice president of the National Association of Manufacturing (NAM) Manufacturing Institute, led an afternoon presentation on workforce development. Carrick honed in on the skills gap in U.S. manufacturing and the work that the institute, in partnership with Deloitte, is doing to help make tangible changes in 2015 and beyond.

Other national issues were discussed as action items at the meeting including legionella awareness and drought prevention. Billy Smith, executive director and CEO of ASPE, addressed the coming ASHRAE 188 regulations and a report on legionella expected to be released by the ASHRAE later this summer. Barbara Higgens, CEO and executive director of PMI, shared that PILC recently submitted a proposal to WaterSense for consideration of tier levels for GPM flows to help with the emergency drought status in California and 10 other areas.

The next PILC meeting will take place at the International Emerging Technology Symposium (IETS) in Chicago, on May 12, 2016.

PILC members include: Plumbing Manufacturers International (PMI), Alliance for Water Efficiency (AWE), American Rainwater Catchment Systems Association (ARCSA), American Society of Plumbing Engineers (ASPE), American Society of Safety Engineers (ASSE), American Supply Association (ASA), Cast Iron Soil Pipe Institute (CISPI), Copper Development Association Inc., International Association of Plumbing and Mechanical Officials (IAPMO), International Code Council (ICC), Plastic Pipe and Fittings Association (PPFA), Plumbing Contractors of America (PCA), Plumbing-Heating-Cooling Contractors National Association (PHCC), United Association of Journeymen and Apprentices of the Plumbing and Pipe Fitting Industry of the United States, Canada, and Australia (UA), and Water Quality Association (WQA).

In February 2014, the Environmental Protection Agency (EPA) launched the WaterSense H2Otel Challenge to encourage hotels to “ACT.”

• Assess water use and savings opportunities
• Change products or processes to incorporate best management practices
• Track their water-saving progress and achievements

In the H2Otel Challenge’s second year, WaterSense is engaging partners to educate and recruit hotels to start saving water. H2Otel Challenge participants receive recognition, outreach, and technical tools to help them save water and energy while contributing to their bottom line.

In order to start identifying and tracking their water savings hotels can take advantage of The WaterSense WaterUSE Tool and the associated Water Assessment Worksheets to identify and prioritize cost–effective water efficiency projects and incorporate best management practices to reduce water and energy use. The worksheets guide a user through a water assessment of their hotel. Based on facility–specific inputs entered by the user, the WaterUSE Tool provides recommended best management practices and calculates potential water and cost savings for water–saving projects.

Hotels that do not have their own sustainability tracking software can collect their utility bills and enter them into a utility tracking software program like EPA ENERGY STAR’s Portfolio Manager. The program provides a user-friendly way to track both energy, water, and other sustainability metrics all in one place. Facility managers can install smart meters to electronically record water use data in real time. These smart meters can also be used on specific areas such as irrigation systems, cooling towers, and steam systems to more accurately manage water use.

“We know that hotel facility managers are busy” Blette said. “In order to make their jobs easier, the H2Otel Challenge will provide free technical tools and webinars to help them assess their water usage and identify water saving opportunities.”

To date, more than 800 hotel locations have signed up for the challenge. Hotels of all sizes and types are participating. Major chains represented include Marriott and its family of brands (Courtyard, Ritz Carlton, Residence Inn, Fairfield Inn), Wyndham, WorldMark, Radisson, Country Inn and Suites, Doubletree, Sheraton, Hyatt, Caesar’s Entertainment, Carlson Rezidor Hotel Group and independent hotels and resorts, such as Kalaloch Lodge in Glacier National Park.

“The WaterSense H2Otel Challenge also provides hotels in drought-affected areas of the country to demonstrate their commitment to their local community by undertaking water-efficient practices,” said Veronica Blette, branch chief at WaterSense. “In addition to reducing water use and associated water and sewer bills, we know that significant energy savings can be realized by reducing the amount of water they need to heat.”

The WaterSense program was created to help transform the marketplace for products and services that use water, and instill a nationwide ethic of water efficiency. To accomplish these goals, the EPA has focused on water efficient products, best management practices, and people – partners, professionals and the general public. Last year, the challenge was about educating and developing a suite of technical tools and promotional materials to help hotels start water-efficient efforts.

“We held a number of technical webinars based on sections in WaterSense at Work, a compilation of water-efficiency best management practices (WaterSense at Work Best Management Practices available online). The guide can help commercial and institutional facilities understand and better manage their water use, establish an effective water management program, and identify projects and practices that can reduce facility water use,” Blette explained.

In 2015, EPA’s WaterSense program introduced a Recruiting Rally to build momentum and encourage WaterSense’s promotional partners (partnership and participation is voluntary and free), i.e., a utility, state/local government, trade association, or non-profit organization to recruit hotels to join the challenge. The WaterSense promotional partner that recruits the most hotels during the challenge will earn a free onsite water assessment at a hotel of its choice, as well as a water savings workshop for hotels in their area.

“Our partners have helped us get the word out to their local area hotels about the challenge to save water. We feel their participation and enthusiasm is a win-win for the campaign,” Blette noted.

Manufacturers play a key role for WaterSense, as they make the labeled products that use at least 20 percent less water while performing as well or better than standard models. The Kohler Company is one of the manufacturers that has signed up for the 2015 challenge as a recruiter.

The WaterSense label can be found on more than 14,000 models of tank-type toilets, lavatory faucets, showerheads, flushing urinals, weather-based irrigation controllers, and commercial kitchen pre-rinse spray valves. It is not a requirement that hotels install new fixtures to participate in the challenge, although their efforts to assess water use may identify replacement as an opportunity to achieve savings. WaterSense can help hotels meet saving objectives from the back of the house to the guestrooms and lobby as effortlessly and seamlessly as possible so they can concentrate on what’s important — the guest experience.

Several non-profit organizations are participating and supporting the challenge including the Alliance for Water Efficiency, the National Sustainable Hospitality Network, the American Green Lodging and Hospitality Association, Boston Green Tourism, and Green Destination Orlando.

Trade associations are also supporting the challenge. Some that are participating this year include the Association of Metropolitan Water Agencies (AMWA), the American Water Works Association (AWWA), International Association of Plumbing and Mechanical Officials (IAPMO), the Association of Green Property Owners and Managers, Inc. (AGPOM).

To get involved visit www.epa.gov/watersense/ commercial/challenge.html.

A great sales team is difficult to build but is the cornerstone of a successful business. Motivated, productive sales personnel that can consistently generate revenue by winning repeat and new business can be a major driver of growth. Suppliers, manufacturers and distributors often rely on traditional sales techniques such as cold calling and door-to-door selling, but these are labor intensive and heavily reliant on the charisma and natural sales ability of the team.

With new technology entering the market, remaining dependent on the hard slog of a few key sales people no longer needs to be the case. Software, applications and tools that improve efficiency and information sharing for businesses have enormous value for an industry expected to be worth $15 trillion by 2025. Now is the time for suppliers of plumbing, heating, cooling and piping (PHCP) products to really push forward to avoid being left behind – there’s a real opportunity to snatch up market share and establish a position ahead of the competition.

"Big Data" (simply referring to the extensive amounts of data now available to companies) is a term used more so than any other in businesses today, and rightly so; big data means big money for businesses. This is because having reams of customer data, as well as the technology to understand and use it strategically, enables companies to make better, and more informed decisions. Any company with the ability to properly analyze and make sense of their customer data is immediately at an advantage. This is especially true in the PHCP industry – where being able to understand and anticipate what customers need and when they’ll need it is crucial to generating repeat sales.

But managing and analyzing data manually is inefficient and occupies a huge slice of your sales team’s time. It also becomes increasingly difficult, and almost impossible to keep on top of as the customer base grows. One of the best ways businesses can manage their data effectively is to use Business Intelligence software. Keeping the sales team focused on sales, rather than administration and reporting, requires the ability to quickly collect and analyze data to provide personnel with all the information they need to identify and seize selling opportunities.

Targeted sales and marketing campaigns

Business Intelligence software analyzes customer information in an instant. It can identify customer buying patterns and trends, including the best (and worst) selling product lines and make note of any seasonal changes. Access to this information can help PHCP wholesalers and distributors run targeted promotion campaigns based on actual customer data, rather than intuition and traditional sales approaches. If a salesperson sees that a particular customer has purchased a delivery of hand tools last month, but no power tools, they will be alerted to pick up the phone and engage with that customer.

Improved customer management

Most suppliers manage a huge number of customers across multiple product lines, so maintaining customer relationships can be difficult at the best of times. Business Intelligence software organizes customer data into sections that are easily manageable, so sales teams can access invaluable information such as purchasing history, changes to the account and when they last spoke in a matter of seconds. Recalling vast amounts of in-depth knowledge about account histories and requirements will impress any customer.

A mobile sales team

Most PHCP suppliers spend a great deal of time out on the road, meeting prospects and existing customers. Business Intelligence software is easily accessible via smart phones and tablets, meaning that customer information can be accessed at anytime, from anywhere. Carrying endless papers and customer files around is inefficient and runs the risk of being left back in the office or worse still, lost in transit. With everything easily accessible on a mobile app, sales professionals can quickly access all the latest customer information, review recent purchases and compile customer reports on the move.

The advent of new technologies such as Business Intelligence software in no way renders traditional sales techniques redundant – the very best sales pros still need the ability to pick up the phone and build rapport with the customer or potential customer in an instant. But Business Intelligence software makes this process easier and faster. Instead of wasting time trawling through endless spreadsheets, trying to identify patterns and find out when a particular customer is in need of a certain product, what they last purchased or speculatively cold calling prospects, sales teams can equip themselves with the necessary information to make a sale. For suppliers to really take advantage of industry growth, they must make use of the technology now available to them so that sales teams can get on with what they do best: building and maintaining those all important customer relationships, selling more and helping the business grow.

Kevin McGirl is president of sales-i. sales-i was founded by sales intelligence pioneers Kevin McGirl and Paul Black who shared a vision to deliver an on-demand sales and customer intelligence service for busy, frontline and desk-based sales people.With information moving at a faster rate than most businesses, Kevin and Paul could see the importance this collected business data could have on generating new sales opportunities. Therefore, sales-i was born with a single purpose: to turn a good salesperson into a great one. Contact Kevin at 847-868-8175.

As a plumbing contractor, you know the difference between the rough and finish. The hard work that goes on behind the scenes is not what gets noticed – it’s the details that make a project look complete. With your business, it’s no different. If your website looks unprofessional or there is inconsistent or lacking information out there about your services, people might wonder what’s really going on below the surface. If you don’t take time to add the finishing touches, you risk losing out on new customers.

Your first instinct may be to get your phone number out there on a basic website, so customers can find you in emergencies. But, to get big jobs, like bathroom remodels, you’ll need a web presence that showcases your business, areas of expertise, and previous work. Customers need to be able to contact you quickly, and also trust that you will be respectful of their home and do good work.

You can tell this story by getting online. Take the time to do the rough work to build an online presence, and also add polish to finish the job like you would a new installation.

STEP ONE: The rough

Following are the nuts and bolts of your web presence. Start here to compete effectively with other contractors in your area.

Establish a presence

In this day and age, people won’t find you if your business isn’t online. If you don’t have a website, get one now! There are plenty of services that can help you quickly and easily set up a website.

Your website should clearly list your phone number, emergency contact information, location, services offered, and business hours. Because many new customers will search for you in a hurry, you need to make sure that your website works on mobile devices. You also need to think about the design, and make sure you have a clean, straightforward, and professional look.

Fix your business listings

Even if you haven’t been putting your business information online, it’s likely already out there. You might be shocked to see all of the places your business is listed online. Do a quick Google search of your company name, and check all listings to make sure they are correct. Google, Angie’s List, Yelp and YP.com are a good place for plumbers to start.

If the wrong phone number is listed and potential customers can’t get a hold of you right away, they will move on. You need to contact each listing service and provide them with the correct information about your business, and keep it updated whenever you make a change.

Optimize for search

A good website that can’t be found is the proverbial tree falling in the forest. Try searching for “plumber” and the name of your city and see what comes up. If your business isn’t there, it’s time to get to work on search engine optimization (SEO).

SEO is a series of important adjustments to your website that will improve its page position on search engines. Things like proper titles, descriptions of services, and links to other sites. It’s important to get this right. Think about it, when is the last time you went to the second or third page of Google results?

There are good books like “Local Online Advertising for Dummies” or lots of info online to help you. You will need to keep up to date as some of the rules change constantly.

Update your contact list

An accurate and informative contact list is one of the most powerful marketing tools. Maintain your contact list by adding new customers, updating out-of-date information, and entering notes about previous jobs, birthdays and any other important information about your customers.

It can be a drag to go through the scrap pieces of paper with email addresses or random notes on your phone. But, the investment you make now will pay off when you want to reach back out to these customers to secure more business in the future.

STEP TWO: The finish

Once you have the basics in place, you need to add polish. Following are some ways you can incorporate details to enhance your presence, and get in touch with more customers to build your business.

Show third-party validation

Make sure that your website clearly states that you are a licensed contractor. List awards, accreditations, and certifications to show that your business is credible and well-run.

Add photos

You may think that customers won’t be interested in pictures of pipes or valves, but posting “after” pictures will show the quality of your work and reinforce that you are effective, clean, and pleasant to have in the home.

Posting pictures of your staff, office and equipment will also show that you are professional, and will help your customers know what to expect when you arrive at their home.

Manage your reputation

You need to have a presence on the big reviews sites like Google, Yelp and Angie’s List because 78 percent of purchasing decisions are impacted by online reviews, according to the Ipsos Open Thinking Exchange.

Send an email to your happy clients and ask them to write a review about their experience with instructions and a direct link. Post those positive reviews to your website to get the most out of them. You should also monitor and respond to reviews. It makes a big impact on consumers if they see that you’re taking the time to address a review, regardless of whether it’s negative or positive.

Build a network

Most people ask around to find a plumbing contractor they trust. Make sure that your satisfied customers keep you in mind for referrals.

Make it easy for them to recommend you with a quick email and a first-time offer they can forward to their friends. You can also establish a quid-pro-quo referral policy with other contractors to keep additional business coming in.

Stay in touch

One sure way to grow your business is to turn one-time customers into repeat customers. Regularly emailing your customers with helpful information will help keep you top-of-mind for future projects. Offer tips such as advice for keeping your pipes from bursting or how to winterize your home, and promotional emails with special offers. Consistency is important here. Newsletters should arrive every week or month. Set a schedule and stick to it.

As you know, both the rough and the finish are critical to the functionality of plumbing, and the same is true for marketing your business online. It may seem like a lot to manage if you haven’t done this before. But, investing time in your online presence will help you reach customers at the right moment, and establish stronger relationships that keep clients coming back to you as their go-to for plumbing services.

Paul Bascobert is president of Local at Yodle. Yodle is a leader in local online marketing that helps 50,000 plus local businesses, including almost 1,000 plumbers, find and keep their customers simply and profitably. Find out more about Yodle at www.yodle.com, or by contacting the company at info@yodle.com or 877-276-5104.